Key Responsibilities
* Act as Service Desk Agent, Incident Agent & Analyst, Problem Agent & Analyst
* Perform in-depth incident analysis and maximize first-call resolution
* Provide high-quality 1st and 2nd line support (onsite)
* Deliver premium VIP support with strong customer service focus
* Record, track, and manage incidents, service requests, and problem tickets
* Participate in PC reconfiguration, deployments, and installations
* Draft and maintain operational documentation and knowledge base content
* Perform testing and administration of applications
* Collaborate with system and database administration teams
* Support Service Desk Operator (SDO) tasks when required